Complaints

This profile includes complaints for iFIT's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iFIT

  1500 S 1000 W Logan, UT 84321-8206

  
• 

  iFIT

  E 1725 N #727W River Heights, UT 84321

  
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  iFIT

  945 S Main St Smithfield, UT 84335-2303

  
• 

  iFIT

  230 S Main St Highlands, TX 77562-3812

• 

  iFIT

  1410 Willis Rd North Chesterfield, VA 23237

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been very patient with this company. I have purchased a treadmill that has been having difficulties since the purchase. I have replaced multiple parts sometimes the same part, I’ve had one of their technicians come out, and my machine still remains in pieces. I have not been able to use my machine for a very long time. I just spoke with the company again today 10/6/22 and was told the same exact thing that I was told two months ago, that they would expedite the part, it would not be available until five days after October 10 and at that time a technician would call me to Apply the part. When I explained that this was already told to me two months ago and I never received the part nor a call from a technician, they proceeded to say that was all that they could do it this time. As it stands this very expensive machine is in pieces in my gym and has not been able to be used.

  

  Business Response

  Date: 10/10/2022

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  

  In checking on that part orders, part order ( **********) is currently in transit to you. You can track that at the following link: https://my.ifit.com/MC/s/order-tracking or by your tracking number which is ****************** Shipped via UPS. 

  We’re happy to add the down time to your warranty and membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machine's warranty for the time that it has been down for repairs. 
  
  You are welcome to reach out to our Member Services at ************** (****) with any questions.

  
  Thank you 
  
  
  

  
  

  Customer Answer

  Date: 11/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the tech, Nick, came out yesterday to install the controller unfortunately the treadmill continued to do the same thing this morning after the installation. Now apparently it's the belt that is the problem.  Another month of waiting for a part I would presume......I am forwarding the video that was taken this morning to Isabel Peterson for her to forward directly as she did before.
  
  
  
  Sincerely,
  
  ****** ******
  

  

  Business Response

  Date: 11/18/2022

  Hello,

  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  
  I have been looking into your account and see we are currently waiting for the technician to uploads notes so we know how we need to proceed.

  Thank you!

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company due to receiving a pulse activator as a gift. The product is not charging.

  

  Business Response

  Date: 10/07/2022

  We are so sorry about the inconveniences and the frustrations that you have experienced. We completely understand where you are coming from on this matter.
  

  I'm sorry to hear that your Pulse Tech Percussion Therapy Gun no longer holds a charge. I have reviewed your account. These massage guns have a 90 day warranty. Do you have a receipt showing a purchase within the last 90 days? Without a receipt, we cannot offer a replacement. We also do not carry replacement parts for the massage guns.

  I apologize for any inconvenience this causes.Please let me know if you have any further questions. 

  Thank you 

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Nordictrack x22i treadmill from this company on 9/9/2022. I paid $3019.73 for the treadmill and an additional $299 for white glove delivery, meaning they'd bring it to the room of my choice and assemble the product. The treadmill was delivered and assembled on 9/15/2022. I used the product for the first time on 9/16/2022 and that was the last time I was able to use it. The treadmill belt will not move unless you interact with the app/software, which is by design. Unfortunately, the screen froze repeatedly and the app, when it would open, often froze or completely crashed and disappeared from the screen. Keep in mind, the screen is absolutely necessary to get the belt to move. After several resets and unplugging, them plugging back in, I was able to get into the app and it wasn't freezing, but now the belt would not move. The incline would adjust and the screen would accumulate miles, calories, time, etc, but the belt wouldn't move. I would argue that is this machine's only job so I believe I received a defective treadmill. I have 3 kids, 3 pets, and 2 jobs. When I cut out an hour to work out I just want to work out. I don't want to troubleshoot bad tech, I don't want to sit on hold for 20+ minutes with ifit (several times and I have screen shots of call times). I was able to initiate a return and get a partial refund, but after numerous e-mails and phone calls where this company documented my issues, they still refused to refund me $454.20 claiming they do not refund for the white glove delivery, and they charge a restocking fee for returns. If this had been a working unit and I returned it because it didn't fit my preferences, I would understand. This company is charging me $454.20 because they sent me a defective unit, wasted hours of my time, and ruined my workouts/motivation for 2 weeks while I was trying to deal with this. This was a brand new, $3,000 treadmill that did not work. I should not be responsible for any charges. I want my $454.20 back.

  

  Business Response

  Date: 10/05/2022

  Hello-
  We spoke with our Billing and ****************** about this return. They have confirmed they have refunded you all we will refund as white glove assembly cannot be refunded since the machine was delivered and assembled, therefore the services were rendered. Our Billing and Returns team also explained that your return fee was already half waived on 10/3 due to the inconvenience, meaning you will still be held responsible for half of the return fee as well as the white glove assembly fee. 
  You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
  If you have any further questions, please call our Billing team at ************.
  Thank you

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18170424
  
  I am rejecting this response because: You sent me a defective treadmill. Had I known it was going to be defective I never would have paid $300 to have it assembled in my basement. Your product is defective, so you should pay the assembly fee and the return fee in full. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/07/2022

  Hello,

  Thank you for reaching out.

  We have gone ahead and reached out to Billing and Returns team again.

  They have confirmed they have refunded you all we will refund, as white glove assembly cannot be refunded since the machine was delivered and assembled, therefore the services were rendered.

  Our Billing and Returns team also explained that your return fee was already half waived on
  10/3 due to the inconvenience, meaning you will still be held responsible for half of the return fee as well as the white glove assembly fee.
  You can go online at https://www.nordictrack.com/privacy-policy#return to further review if you would like.
  If you have any further questions, please call our Billing team at ************.

  Thank you.
  

• Initial Complaint

  Date:10/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number ******** I received this product September 22 and since then I have had to hard reset the treadmill each time I use it. I called and spent hours just to talk with an agent or I had to wait online to message someone. Now that I am returning the product the company is charging $480 for previous shipping cost and return. I am confused how do I pay for the return of a faulty product? This is seems to be the case with so many people when I read the reviews. Nordictrack should not be able to sell faulty products and not guarantee a free return if the consumer calls repeatedly about the product. This is unethical and not good business.

  

  Business Response

  Date: 10/05/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine return. We completely understand where you are coming from on this matter. 
  On your account, we can see a return is in process for your machine. We have reached out to our Billing and ****************** regarding the fees associated with the return. 
  
  The fees you are being charged abide by the return policy. We will not be refunding any additional money back. You can read more about the return policy at  at https://www.nordictrack.com/privacy-policy#return With the shipping fee refunded, you are being refunded $1550.43 (reference number ******** ). You will see this amount within the next 30 days or less. You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine. 

  
  The refund process can take time to be completed. During this process, you as the buyer needs to stay in contact with your bank on where the process is at.

  
  If you have any further questions, please call our Billing team at **************.

  
  Thank you
  

  
  

• Initial Complaint

  Date:10/02/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 2450 commercial Nordictrack treadmill directly from Nordictrack on May 30, 2022. Their website claimed that shipment would be approximately 7 to 10 days from the date the order was processed. On July 14, 2022, after not receiving my treadmill within the stated time, I called and requested a refund, which they finally reluctantly provided and processed.
  
  On September 7, 2022, I received a request from Nordictrack to pay in full for the treadmill that they claimed I received on July 20th. I spoke with their customer service that day and explained I never received a shipment. Their representative stated I had to provide a police report in order to clear my account. I did not think it was right to file a police report for something I never received. But due to their threats that my account would be sent to collections, I filed the police report and sent it to them.
  
  Nordictrack then claimed that I still owed the amount and presented a shipment order from their carrier that they claimed was proof of delivery to me. I explained that the form wasn't signed by me or anyone matching that name in my house. The shipment order also stated that the screen was shattered. I pointed out that I have never requested a screen replacement, so I obviously never received the shipment. It makes no sense that I would accept broken equipment. I asked that my account be cleared since I had complied by filing the police report at their request.
  
  Nordictrack is still demanding full payment for something I never received. Their email clearly states that I need to pay to avoid my account being sent to collections. I feel like they are trying to scare me into paying and will use the police report to also claim coverage through their insurance. Why else would they be adamant I file a report if they never intended to clear my account after receiving the report? They never explained the discrepancies I pointed out with the shipment order that was allegedly proof of delivery.

  

  Business Response

  Date: 10/03/2022

  Hello- 

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your order. We completely understand where you are coming from on this matter. 
  

  We have reached out to our Billing Department regarding your request. They have confirmed that we need a copy of the police report submitted. Please respond with the aquired documentation to proceed. 

  Thank you 

  

  Business Response

  Date: 11/03/2022

  Hello,
  

  Thank you for reaching back out.
  

  Unfortunately because NSD shows it was delivered and it shows in our system it was delivered is why the police report is not sufficient. 
  

  Thank you.
  

  
  

  Customer Answer

  Date: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the fact that NSD reported that to you does not mean it is correct. I pointed out why it's not correct and supported it with an approved police report. You have not explained the signature or the damaged treadmill in that delivery statement. 

   

  We are obviously are at an impasse on agreeing to the facts. I am not going to pay in full for a treadmill I never received. What do you propose to solve this?

  
  
  
  
  Sincerely,
  
  ***** ***
  
  

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a S22i spin bike and after a while the tension adjustment quit working. I-fit sent part and I paid $169 for a tech to fix the bike. He spent 5 minutes and said it was a different part that would be needed. I obtained the new part but now there is not a technician to service my bike.I contacted I-fit, and was told, it's up to me to find someone to service my bike, because they didn't have anyone to service my zip code!I believe that they should do everything possible to help me restore my $2000 bike to full functionality!

  

  Business Response

  Date: 10/03/2022

  Hello- 

  
  We are so sorry about the inconveniences and the frustrations that you have experienced thus far regarding your machine. We completely understand where you are coming from on this matter. 
  
  As your machine is no longer covered under warranty, please call our Non Warranty team at ************. They are available Monday-Friday 6AM-8PM, and Saturday-Sunday 6AM-6PM Mountain Standard Time. They are happy to help you regarding the service of your machine. 

  
  

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a treadmill in June 2021. Had the mother board replaced twice (after delays, multiple phone calls, errors) and now we have been waiting for four months (and counting) for the running platform to be replaced. When we initially called to ask for a tech to find out what the problem was, my husband was told a tech can only come out if we can prove we have a problem (with photos). They sent him to a ******* video with instructions on how to take the treadmill apart to access the running platform. After taking it apart, the platform was cracked. He took photos, sent them to iFit and another board was ordered. The fist replacement board was damaged and when the second one arrived, they told us they couldnt repair the treadmill because my husband had taken apart too much. He wouldnt have taken it apart at all if they hadnt told him to. We now havent been able to use it since early June 2022. We keep calling/emailing to try to resolve the issue, but no one is getting back to us. The treadmill was expensive and weve barely been able to use it because of all the problems.

  

  Business Response

  Date: 10/03/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  In looking into your account, we can see you have been in contact with our member services team. While reviewing your service order, we confirmed that as your machine was fully disassembled, it will need to be reassembled before the technician can come out unless you would like to pay for assembly which is $169. This technician order was only requested to replace the walking platform. You do not need to fully disassemble the machine to replace this part which is why there would be a fee associated as it is causing more work for the technician. 
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill from iFit in February 2020. On July 9, 2022, it stopped working abruptly. I reached out to **************** immediately on July 9, 2022 (case #********). After emailing several other times and getting no response at all, I filed a complaint with you on August 2, 2022 (#********). Coincidentally, they finally responded shortly after that (which was around a month later on August 12, 2022). Since then, they coordinated to have a repair person come and look at it, but he determined that the console needed to be replaced completely. Unfortunately, the consoles are on backorder. On September 12, 2022, I inquired again about the length of time I'll have to wait to get the replacement console, and if there's any compensation for the fact that I've been without a treadmill for nearly 3 months now, despite having purchased an extended warranty. No response yet again. They are exasperating to deal with and I'm really irritated that I have to keep spending time writing things like this just to get them to respond to me. I'm moving to a more remote part of ******** soon and I dread to think how long it will take to get a repair person out there, if I even ever receive a replacement console. Frankly at this point I would prefer to just have a replacement treadmill, which probably wouldn't cost much more than the console/other parts/repair person service charges.

  

  Business Response

  Date: 10/03/2022

  Hello-

  
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  

  We have reached out to our **************** regarding your order. They have confirmed that it will be shipping  no later then tomorrow 10/4. Please be on the lookoutfor the tracking number up to 24 hours after it ships. We apologize for all you have been through. Were happy to add the down time to your warranty and IFIT membership (if you have one) once your machine is back up and running. Let us know and we will add the time back onto your machines warranty for the time that it has been down. 

  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.

  
  Thank you
  
  

  
  

  Customer Answer

  Date: 10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generally satisfactory to me. The console arrived quickly. But the issue I'm having now is getting a repair person to actually come out and install it.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a treadmill (commercial **** 2021 model) from Nordictrack via customer on September 7, 2022. It was delivered today September 28, 2022. I paid $199 for white glove service, so it was set up by the delivery company. The machine is making a loud noise, the board is vibrating and if I raise the incline the machine gets even louder. I called Nordictrack right away to complain. The customer service rep asked me to look at the motor ( I was on a virtual call with customer service). According to the customer service representative the motor is damaged. He said he would send a part and have a technician come out to repair, I requested to have the treadmill returned. In order to discourage me he told me that if I returned it I would have to bring the 400 lb. machine downstairs myself. Im very unhappy with this company and would like the BBB to assist me in getting a full refund and have Nordictrack pick up the treadmill. This treadmill cost with delivery and taxes over $2000. It already needs to be repaired, thats not a good sign!

  

  Business Response

  Date: 10/03/2022

  Hi

  
  We spoke with our Billing and ****************** about this return. They have informed us that a refund has been processed in the amount of $1737.45. This refund should reflect on your account within **** business days.They were unable to offer disassemble but have gone ahead and waived 1/2 of the freight charges for you. They have applied the amount to your inital refund. 

  The refund process can take time to be completed. During this process, you as the member need to stay in contact with your bank on where the process is at.
  You will be contacted shortly to schedule someone to pick up the machine. We require the machine to be partially disassembled, enough to fit through your door, and placed as close to your door as possible when our team comes to get the machine. 

  
  If you have any further questions, please call our Billing team at ************.

  
  Thank you

  
  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18144285
  F
  I am rejecting this response because:

   

  I paid a total of $2,084.95 for the treadmill, that included $199 for what they call white glove service (room of choice and set up).  I did nothing wrong, I purchased with good faith believing that Nordictrack would stand by their product. They delivered a machine that didnt work on day 1.  I should be refunded for all of the purchase price.  I now have to pay someone to disassemble the machine and bring it downstairs, this will cost about $300. This is a scam Nordictrack is running.  Buyer beware! Do not go by this companies name they have a terrible reputation.  Im the loser all around.  So I reject this response.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Profrom **** from the manufacturer along with an extended warranty and maintenance package. The console unit was replaced under warranty in December 2021 due to an electrical issue. At this point, after less than one year of use, the metal grille over the speakers in that console have rusted. The rest of the machine is in good condition and there were no issues with the original console. It appears this issue is from sweat landing on that area, which is right in front of the belt. It is unavoidable (after all, it's a treadmill). Then, the moisture can't be removed because it is inside the metal mesh. We wipe down the entire machine after each use and never spray cleaner directly on the treadmill. The basement is dry and finished and no other equipment has this issue. We also have the maintenance contract and so the machine is serviced regularly. Also, we did not have this issue before, it has become a problem only since the console was replaced under warranty due to an electrical safety issue. I have tried to resolve this issue with Proform directly on multiple occasions. The rep said we should stop and wipe up sweat as we run, which is unreasonable since it is a treadmill and this is what it was designed for. I was also told that sweating on the treadmill would invalidate the warranty. If that is the case, it would be written in such a one-sided way that it would absolve them of all responsibility. I believe this is a manufacturer issue, due to poor design or an issue with the part itself. Therefore, we would like the part or the treadmill replaced.

  

  Business Response

  Date: 10/03/2022

  Hello-
  We are so sorry about the inconveniences and the frustrations that you have experienced with the machine and machine issues. We completely understand where you are coming from on this matter.
  In looking into your account, we can see you have been in contact with our member services team. We have ordered a replacement console for you. Order number ICS9508173. The console is currently backordered however we assure you we will get one shipped to you as soon as we receive our shipment. Please be aware this was a one time courtesy, meaning if you have any other parts needing to be replaced due to rust, we will not send those additional parts under warranty and they will need to be paid for.  
  You are welcome to reach out to our ****** Services at 1-833-680-iFit (****) with any questions.
  Thank you 
  
  

  Customer Answer

  Date: 10/10/2022

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. However, I would appreciate it if the business could confirm that the replacement part will be installed by a certified technician once the part has arrived. As noted in the complaint, this part was replaced once before (only the replacement had this issue) and this was necessary at that time as well.

  If that is the case, then I would be happy to close this matter. If not, I would not like to close this yet.
  

  
  Sincerely,
  
  ***********************